Director, Observability Architects (Americas) - Grafana Labs

The Opportunity

As the Director of Observability Architects (Americas), you will lead a team of solution experts guiding Grafana’s customers through onboarding, adoption, and expansion. This role is pivotal in setting the strategy for the region, influencing product direction, and ensuring customers leverage the full power of the Grafana platform.

What You’ll Be Doing

• Strategic Leadership: Own the planning, actions, and outcomes for the Americas region based on leadership goals.
• Customer Success: Drive adoption, retention, and expansion; manage reporting, analysis, and escalations.
• Cross-Functional Partnership: Collaborate with AMER Sales leadership on programs, marketing initiatives, and community events.
• Executive Sponsorship: Act as an executive sponsor for key accounts to ensure success and gather grounded product feedback.
• Team Development: Recruit, ramp, and mentor a diverse team of Observability Architects.
• Operational Excellence: Leverage AI tooling to improve customer experiences while maintaining human oversight.
• Content Creation: Work with your team to enhance internal and external Grafana content and enablement materials.

What Makes You a Great Fit

• 3+ years of team leadership experience and 5+ years in the high-tech industry in customer-facing roles (TAM, CSM, SE Manager, Architect, etc.).
• Proven experience as a manager-of-managers with strong coaching skills.
• In-depth technical knowledge with a desire to maintain hands-on skills.
• Experience in open-source or cloud-first/product-led go-to-market programs.
• Expertise in the observability space, specifically with Grafana or competitor monitoring/data/visualization products.
• Strong communication skills for collaborating with remote-first teams and diverse customers.
• Ability to pivot and adapt in a fast-paced, high-growth environment.

Why You’ll Thrive at Grafana Labs

• 100% Remote, Global Culture: Collaborative environment with team members across 40+ countries.
• Innovation-Driven: Autonomy and support to ship great work and try new things.
• Transparent Communication: Open decision-making and regular company-wide updates.
• Career Growth: Defined pathways for professional development.
• Balance: 30 days of annual leave, including 3 reserved 'Grafana Shutdown Days'.